Accelerating IT Case Resolutions with AI-Enhanced Salesforce Integration

Solving Manual IT Ticket Troubleshooting

IT support teams often face lengthy, repetitive processes when diagnosing and resolving case tickets. Capturing the context, searching across knowledge bases, and crafting resolution steps can be time-consuming and prone to inconsistency. To address these pain points, CloudWave developed an AI-powered case management solution that integrates seamlessly into Salesforce via two deployment paths—Agentforce and Einstein—based on customer license preferences.

Solution Overview

Our tool empowers support agents by enabling a simple click-and-prompt experience:

Agentforce Version

Users click on the Agentforce icon in the Salesforce UI. A new AI window pops up, where they can send prompts about the open case record to receive suggested resolutions instantly.

Einstein Version

If customers use Einstein licenses, a custom field labeled "AI Suggested Resolution" appears on the case record. Clicking this field’s AI icon opens the Einstein interface, allowing agents to enter prompts and receive comparable AI-powered resolution suggestions.

Both versions streamline the workflow and users gain AI-assisted insights to drive faster, more accurate case handling. The AI analyzes internal documentation, product manuals, and procedural guides, along with historical case data stored in Salesforce. By drawing on past resolutions, it identifies patterns and suggests proven approaches to similar issues. This combination of institutional knowledge and data-driven insights allows the system to move beyond generic AI outputs, offering targeted suggestions rooted in real-world organizational experience.

Key Features

Quick access via familiar Salesforce UI:

The AI functionality is layered naturally into the Agentforce or Einstein environments, so agents don't have to switch platforms or navigate unfamiliar tools.

Prompt-driven resolution recommendations:

Users initiate the AI process with simple, intuitive requests. Using prompts like "What could resolve this network outage?" or "Summarize this case for me," the system generates relevant guidance dynamically.

Flexible deployment to align with licensing:

Whether customers have Agentforce or Einstein, the experience remains consistent, enabling broader adoption across varying Salesforce customer environments.

Human-in-the-Loop Confidence

While AI provides fast suggestions, the human case management employees stay in control. Users review, refine, and apply recommendations with the benefit of accelerated insight and reduced cognitive load.

Value Delivered

About CloudWave

CloudWave Inc. is a Virginia-based IT consulting firm at the forefront of cloud innovation, with a specialized focus on Salesforce AI solutions that drive automation, productivity, and smarter decision-making across industries. We deliver end-to-end technology services — from architecture and development to integration and optimization — with deep expertise in Salesforce, AI/ML, and next-generation cloud platforms (SaaS, PaaS, IaaS).

Since 2012, CloudWave has been a trusted partner to federal agencies and commercial enterprises, delivering secure, scalable, and cost-effective solutions in both classified and unclassified environments. Our AI-forward approach blends advanced analytics, intelligent automation, and enterprise cloud strategy to help clients modernize operations and accelerate digital transformation.

With over 30 years of combined experience in designing and managing complex, compliant systems, the CloudWave team brings a proven track record of innovation, execution, and impact — from Washington, D.C. to global markets.

For more information, get in touch with us here.